Patient Success Lead

This role will combine technical and business acumen while connecting with teams and presenting to Patient Success stakeholders in partnership with the Patient Success Operations Manager.

As a Patient Success Lead, you will support qualified PROSPECT patients through their CCM® journey while aiming for maximum efficiency and effectiveness.  You will also ensure that process and technology are utilized to a maximum and that the Patient Success team is organized and productive.

An excellent Patient Success Lead must be an organized, reliable, and results-driven professional. They must possess a practical mind to solve problems on the spot, partnered with an ability to see the big picture for growth and development opportunities. And they must execute reliably on their own volition.

As the Patient Success Lead, you must have excellent customer service and communication skills. Reporting to the Patient Success Operations Manager, the Patient Success Lead will be a partner in strategy sessions, supporting the daily patient outreach function for all interested PROSPECT patients, and working with our field teams to help ensure that CCM® implant goals are met or exceeded.

Please apply if:

• You are passionate about improving the lives of patients through the provision of novel therapies in the heart failure community.
• You love working in and with high-performing teams.
• You are driven, influential, and energetic.
• You will hit the ground running as a high-performing Patient Success Lead and are excited to partner in improving our operational function.
• You thrive in a changing environment and find yourself consistently solving problems through establishing best practices.

Responsibilities:

• Support PROSPECT patient outreach goal achievement through coaching, developing, and supporting Patient Success Associates.
• Ensure the achievement of all established KPIs.
• Meet or exceed pre-established monthly enrollment goals.
• Build and establish best practices regarding the hiring and onboarding of new Patient Success Associates.
• Establish continuous training opportunities through the creation of a quality assurance program.
• Be responsible for special projects and other duties as assigned by the Patient Success Operations Manager.
• Partner with the Patient Success Operations Manager on reporting and monthly KPI presentations.
• Nimbly address inquiries and objections.

Minimum qualifications:

• 2+ years of experience leading high-performing teams.
• Bachelor’s degree from an accredited institution.
• Experience with Salesforce, Tableau, and 8×8 or similar telephony systems.

Preferred qualifications:

• Excellent written communication skills to ensure information continuity with field teammates.
• Highly collaborative with field teammates to ensure exceptional patient experience, and with the Patient Success leadership in your work to build the Patient Success team.
• Growth mindset towards your professional development.
• Growth mindset towards leading within the Patient Success function.
• Embrace change and constantly stretch your comfort zone in the spirit of continuous improvement.
• Identify and collaborate to solve complex problems while driving Patient Success and continuous improvement.
• Passionate about the company’s vision to improve the lives of heart failure patients using cardiac contractility modulation CCM®.
• Experience training others, particularly for engaging in conversation with the intent to move patients through a funnel or similar functions.
• Fluency in another language (ideally Latin-American Spanish).